Security Systems Tier II Support Specialist

Job Title

Tier II Support Specialist

Corporate/Support Center

Support Center Director

The Tier II Support Center Specialist is the first point of contact for customers experiencing technical issues. In addition to providing troubleshooting for software, hardware and network problems, this role includes dispatching responsibilities – coordinating and assigning support tickets to appropriate technical teams or field technicians based on issue type, priority and/or location.

• Shift work may be required, including nights, weekends, and holidays.
• Respond to customer inquiries via phone or email in a timely and professional manner.
• Provide ongoing software and hardware support for client systems, including but not limited to Access Control, Video Surveillance, Intrusion Alarm Systems, and Infant Protection Systems.
• Triage reported issues with a goal of remote resolution. Issues that cannot be resolved via Tier II can be escalated or dispatched if remote resolution is not likely.
• Log all support interactions in the ticketing system. Maintain accurate records of all work performed, materials used, communications and issue resolution or next steps.
• Follow scripts and standard operating procedures to resolve known issues.
• Escalate unresolved or complex problems to Professional Services.
• Dispatch field support teams as appropriate.
• Other duties as assigned by leadership.

• BS Degree in Information Technology, Computer Science, or equivalent preferred.
• Electronic Security
  
  Certifications:
  
  Certifications in three or more TSi Supported Access Control, Video Surveillance, Intrusion, Hugs, and any other Electronic Security Systems preferred. Including but not limited to Lenel, Genetec, Avigilon, Software House, Exacq, or Milestone.
• IT
  
  Certifications:
  
  Networking, Microsoft, CompTIA, etc. are a plus.

• 3-5 years working knowledge in commercial Access Control, Intrusion Detection, Video Surveillance, and/or Infant Protection Systems.
• Software and hardware troubleshooting experience with some of the following manufacturers: AMAG, Software House, S2 Access Control, Exacq Vision, Milestone, AXIS cameras, Honeywell and DSC alarm systems, Hugs, etc.
• 1-3 years’ experience in a customer support/helpdesk role.
• Experience with ticketing systems like Zendesk, Freshdesk or others. Service Now experience is a plus.
• Previous dispatch experience a plus.

• Excellent computer skills, including, but not limited to, in-depth knowledge of Microsoft based products (such as MS Word, Excel, MS Office Suite, and Outlook) and the Internet.
• Ability to troubleshoot hardware and software problems on Access Control, Video Surveillance, Infant Protection and/or Intrusion alarm Systems equipment.
• Strong interpersonal skills, including a sense of urgency when attending to customer needs and while interacting with Tech Systems staff and vendors.
• Excellent customer service skills, including a sense of urgency when attending to internal needs.
• Must be detail-oriented and have excellent organizational skills.
• Ability to work well independently and as part of a team.
• Excellent communication skills, including, but not limited to, the ability to effectively communicate both verbally and in writing.
• Strong time management skills, including ability to meet deadlines.
• Experience with creating, updating and resolving service requests in a service management system.

• Must have a valid driver’s license.
• Must have clean driving record, satisfactory to Tech Systems’ automobile insurance carrier.

Job duties are performed remotely in an in-home office setting. Shiftwork may be required for 24/7 coverage.

TECH SYSTEMS IS AN EQUAL OPPORTUNITY EMPLOYER